Aps4 Complaints Officer

2 weeks ago

Sydney, New South Wales, Australia Hays Full time

12-month contract | Sydney CBD | $45 - $48 per hour | Multiple roles available | Hybrid

**Your new company**

The federal government organisation is seeking multiple APS4 Complaints Officers to join their team for a 12-month contract. They are seeking people who can listen to people, analyse the information they provide and decide the best next steps. The Office is looking for enthusiastic problem solvers to fill anticipated vacancies for Complaint Officers at APS 4 levels.

**Your new role**

Duties will include but not limited to:

- Communicate effectively on the phone, in person and in writing with members of the public and the agencies we oversee
- Listen to people and work with people who contact us to achieve appropriate outcomes.
- Accurately record complaint information in corporate systems
- Assess complaints to determine jurisdiction and the appropriate way to resolve or progress complaints
- Identify appropriate referral pathways for enquiries and complaints that are out of jurisdiction, escalate urgent and sensitive complaints and raise emerging trends and potential systemic issues within the Office
- Assisting with and participating in corporate activities, training and mentoring team members as required
- Contribute to the performance of the Complaints Branch and the Office in a collaborative and inclusive manner
- Uphold and demonstrate the values of the Office.

**What you'll need to succeed**
- Communicate effectively with a diverse range of people, including people living with disability, culturally and linguistic diversity and vulnerabilities such as mental health conditions, financial hardship and homelessness.
- De-escalate challenging conversations while finding ways to resolve complaints
- Exercise sound judgement in making discretionary decisions.
- Work effectively and efficiently to achieve results
- Managing personal wellbeing and resilience
- Maintain professionalism and impartiality.

**What you'll get in return**
- 12-month contract
- Sydney CBD location
- Hybrid working arrangements
- $45 - $48 per hour plus super depending on your experience.

**What you need to do now**

2847099

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